What can now be take for grante is that digital will be. The undispute protagonist of the customer experience in the future. An innovative. Multichannel experience that will be a seamless mix of physical and digital ( phygital Customer Experience). From the initial onboarding of the customer until payment made. A positive, intimate experience, able to create a strong bond. Will make the difference in the choice between one brand and another. On the other hand, the characteristics of the product and its price, which in the past represented fundamental selection criteria, are less relevant. According to the NTT study, in fact, an increase in the share of CX workloads manage through AI and robotics systems is expecte within twelve months. From the current 32% (30% in Europe) to an expected 51% (48% in Europe). Europe).
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The Customer Experience, explains Singapore Phone Number the P4I expert Federico Della Bella, can be defined as a sequence of interactions that take place between a person and a brand in a series of contact points (the touchpoints ) along the journey, or the Customer Journey. and throughout the customer’s entire lifecycle, which is the path that the customer travels numerous times during the entire useful life. These interactions generate cognitive, emotional, behavioral, sensory impacts. In each touchpoint, there is an exchange of information, data, and sensations. A better CX generates more loyal customers (loyalty increases), reducing retention costs and reducing the churn rate. It also induces to speak well of the brand, creating ambassadors among customers. All this has a positive impact on Marketing KPIs,
On the performance indicators that measure the results of marketing managers. It is now clear that an accurate Customer Experience requires investments to design and implement it, but that the economic benefits that can be obtained far outweigh the costs. Through a dashboard, it provides all the information in the simplest way possible and applies predictive algorithms to simulate, for example, which changes will lead to a higher rating (the stars that measure customer satisfaction), or which actions are necessary to increase sales. in a particular country or channel.